Business Transformation Manager

Accenture in India; Gurugram District; On-site; INR 1,400,000 - 2,200,000; Full time

Job summary

Accenture in India seeks a seasoned Business Transformation Manager to lead transformation initiatives across customer support operations. Define visions, assess feasibility, and drive automation and analytics programs under PMO guidance.

Role requires 13–18 years of experience in large-scale transformations within contact centers, with strong project management and stakeholder engagement. Shared service exposure and GenAI/automation tools preferred.

Qualifications

• 13–18 years of experience in managing transformation for contact center operations.
• Experience in shared service environments (BPO provider or captive).
• Hands-on with automation platforms and analytics tools.

Responsibilities

• Execute transformation initiatives for customer support under guidance of Transformation Lead.
• Develop transformation vision, assess feasibility and capability gaps, plan journey management.
• Translate economic trends into industry competitive advantage and drive growth.

Skills

Problem solving

Project management

Stakeholder engagement

Client relationship

Education

Any Graduation

Tools

UiPath

Power Automate

Power BI

Alteryx

GenAI apps

Job description

Skill required:

NA - Business Transformation

Designation:

Business Transformation Manager

Qualifications:

Any Graduation

Years of Experience:

13 to 18 years

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 784,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com

What would you do?

Accenture is a global professional services company specializing in strategy, consulting, technology, operations, digital, cloud, and security services. With approximately 699,000 employees serving clients in 120+ countries, Accenture helps organizations drive innovation and create value through technology and human ingenuity. Visit us at www.accenture.com.

• Execute transformation initiatives for a customer support, customer operations under guidance of Transformation Lead.
• In this role, you will develop a transformation vision, assess feasibility and capability gaps, manage transformation journeys, and leverage economic trends to enhance industry competitiveness and drive sustainable growth.
• In this role, you will be expected to develop transformation vision, assess vision feasibility and capability gaps, plan journey management.
• Also, translate economic trends into industry competitive advantage, transform a business to enable profitable & sustainable growth. What are we looking for?
• 8 to 15 years of overall experience in experience in managing transformation for contact center operations with deep domain knowledge
• 3 to 5 years experience of managing large scale transformation projects
• Experience of working in shared service environment (BPO Provider or Captive)
• Working knowledge of automation platforms (UiPath, Power Automate), analytics tools (Power BI, Alteryx), GenAI apps
• Strong problem-solving, project management, and stakeholder engagement skills
• Adaptable and flexible, Detail orientation, Ability to establish strong client relationship Roles and Responsibilities:
• Conduct process diagnostics, deep dives, and opportunity assessments (automation, analytics, simplification, optimization)
• Prepare initiative document e.g. Project Charter defining timelines, resource requirement, dependencies and risks etc
• Align resource requirement and timeline with COEs (Automation, Analytics etc.)4. Track initiative progress, identify and high lights challenges; and work with relevant teams internally and in the client organization to resolve the same
• Prepare and distribute progress report in standard formats defined by PMO
• Align Change Management strategy and action plan and support in executing the same
• Collaborate with wider ecosystem to understand innovations and assess the relevant of same for client context